Define agent behavior
Configure identity, Instructions, Playbooks, memory, safety, and human handoff.
How behavior works
An agent’s behavior is built in layers. Instructions define the rules that always apply, Playbooks define reusable procedures, and Escalation defines when a human should take over.
You can ask Vibe to update any of these layers or edit them directly in Viber. Review the structured screen after a conversational edit so you know what will run.
Instructions
Open Build > Instructions to define behavior that should apply throughout every conversation.
| Tab | What it controls |
|---|---|
| Identity | The agent’s role, responsibilities, and scope. |
| Communication | Tone, style, and how the agent should present information. |
| Memory | What the agent can retain about a user across conversations. |
| Safety | Boundaries and rules the agent must follow. |
Keep Instructions focused on durable rules. If a behavior depends on an ordered series of steps, branching conditions, or a reusable procedure, model it as a Playbook instead.
Playbooks
A Playbook describes a multi-step or conditional procedure the agent can follow. Examples include qualifying a lead, troubleshooting a problem, collecting order details, or completing a refund request.
| Use Instructions when | Use a Playbook when |
|---|---|
| A rule should apply to every conversation. | A procedure applies to a specific goal or situation. |
| The behavior is about identity, tone, memory, or safety. | The behavior requires ordered steps or conditions. |
| A short instruction is sufficient. | The procedure should be reused, tested, and improved independently. |
A Playbook is not required for every agent. Direct Instructions are enough for simple, always-on behavior.
Use tools in behavior
Reference a connected tool action where the agent should use it:
- A tool referenced in global Instructions is available even when no Playbook is active.
- When a Playbook is active, its referenced tools are added to the globally referenced tools.
Connecting an integration alone does not tell the agent when to call an action. Add the action to the relevant Instructions or Playbook and explain the condition for using it.
Use Viber’s slash-command picker when editing Instructions, Playbooks, or a handoff procedure. It inserts a reference to an available tool or Playbook without requiring you to know its internal identifier.
Human handoff
Open Build > Escalation to define when and how the agent hands a conversation to a person. Escalation is off by default.
- Turn on Enable escalation.
- Describe the situations that should trigger a handoff under When to escalate.
- Optionally add a Procedure before handoff to collect context or run an allowed tool or Playbook.
If the procedure is empty, the agent proceeds directly to handoff. Human handoffs arrive in Botpress Desk; Viber links to Desk or its onboarding flow when needed.
Test behavior changes
Open Preview after changing Instructions, Playbooks, or escalation. Preview runs the working version, so publishing is not required before this test.
If behavior is inconsistent:
- Check for conflicting rules across Instructions and the active Playbook.
- Confirm that referenced tools and Playbooks still exist and are enabled.
- Start a new Preview conversation to remove earlier conversation context.
- Use a flow test when the procedure has multiple steps or tool calls.